Software Engineer

Software Engineer | Microsoft Careers Skip to main content Microsoft Careers Careers Careers Search Search jobs Sign in Single PositionView All JobsSoftware EngineerUnited States, Washington, RedmondApply nowAdd to cartFind out how well you match with this jobUpload your resumeJob descriptionCompany and benefitsJob number200042753Date postedJul 09, 2026Work site3 days / week in-officeTravelLess than 25%ProfessionSoftware EngineeringDisciplineSoftware EngineeringRole typeIndividual ContributorEmployment typeFull-TimeOverviewCommercial Engineering & AI (CEAI) partners closely with stakeholders to accelerate the transformation of Microsoft’s commercial business into a frontier organization. We bring together AI‑native engineering, modern platforms, and deep commercial insight to reimagine how work gets done - at scale and with impact. Our mission is to unlock new ways of operating through intelligent systems while creating the conditions for our teams to do the most meaningful work of their careers. If you’re excited to build, experiment, and shape the future of commercial execution with AI at the core, we invite you to apply. Within this context, the Support Experience (SXG) organization is at the forefront of transforming Microsoft’s support ecosystem through AI-first innovation. Our mission is to build intelligent, scalable platforms that power partner and customer success, accelerating Microsoft’s commercial growth through modern, AI-driven experiences. As a  Software Engineer, you will design and ship core components of the Agentic support platform that Microsoft support relies on daily. You own features end to end, from prototype to production, working across orchestration, grounding, evals, observability, and the SDK surfaces other engineers build on. You take real ownership of what you ship, help raise the bar for how agents are built and evaluated on the team, and grow your influence as you go. This role is for an engineer with a strong bias for action who will be responsible for designing, operating, and evolving AI‑driven, end‑to‑end autonomous support workflows that are foundational to Microsoft’s next‑generation Support experience. The role sits at the intersection of AI engineering, live‑site operations, compliance, and business transformation, ensuring that AI‑managed support systems are production‑ready, trustworthy, and scalable. ResponsibilitiesBuild agentic workflows using frameworks like Azure AI foundry, Microsoft Copilot studio or equivalent. Owning the run‑state reliability of AI‑driven support workflows, including incident response, live‑site health, and continuous tuning. Implementing AI workflows to changing support business policies and operational processes (e.g., SLA calculations, case ownership, escalation models). Driving customer trust, satisfaction, and sentiment, ensuring AI agents correctly understand intent and guide customers to resolution without degrading experience. Ensuring security, privacy, and responsible AI compliance, including rethinking role-based access control (RBAC), data access, case ownership vs. processing, and data exposure. Implementing observability, monitoring, and intervention mechanisms for multiple AI agents operating concurrently. Contributing to the delivery of a platform that enables citizen developers to safely build AI agents for support workflows with reduced barrier to entry. QualificationsRequired/minimum qualificationsBachelor's Degree in Computer Science or related technical field AND 2+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python OR equivalent experience.Other QualificationsAbility to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized...